Kourtney Guess
Apache Junction,AZ
Summary
Service-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
12
12
years of professional experience
Work History
General Manager
Silver Creek Saloon & Grill
07.2020 - 06.2023
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Carefully interviewed, selected, trained and supervised staff.
- Set clear expectations and provided a positive work environment for employees.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Managed over 50 customer calls per day.
Restaurant Manager
Cobblestone
07.2018 - 07.2020
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Led and directed team members on effective methods, operations, and procedures.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Carefully interviewed, selected, trained, and supervised staff
Server
Flancers
04.2017 - 06.2018
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and taking care of to go orders from multiple companies.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Built and maintained relationships with customers.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
Shift Leader
Hardees
10.2011 - 03.2017
- Trained new employees and delegated daily tasks and responsibilities
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
- Completed cash and credit card transactions accurately using POS software
Education
High School Diploma -
Carlyle High School
Carlyle, IL05.2013
Skills
- Safety Protocols
- Exceptional Interpersonal Communication
- Troubleshooting Expertise
- Staffing
- Negotiation
- Coaching and Mentoring
- Strategic Planning
- Team Leadership
- Client Relations
- Networking Abilities
- Customer Experience
- Top Talent Recruiting, Hiring and Retention
Timeline
General Manager
Silver Creek Saloon & Grill
07.2020 - 06.2023
Restaurant Manager
Cobblestone
07.2018 - 07.2020
Server
Flancers
04.2017 - 06.2018
Shift Leader
Hardees
10.2011 - 03.2017
High School Diploma -
Carlyle High School
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